Client Service Analyst

IQVIA; Durham (NC); On-site; USD 53,000 - 133,000; Full time

Job summary

IQVIA in Durham, NC is seeking a client service professional to maximize value from products and services, serving as the day-to-day contact for a portfolio of clients and ensuring contracts are fulfilled with quality and timeliness.

You will partner with account managers, support service delivery, present to clients, train users when needed, and travel to client sites as required to strengthen relationships and identify additional revenue opportunities within existing accounts.

Qualifications

• Bachelor's Degree required.
• 4 years of related work experience.
• 1–2 years experience as an IQVIA Client Service Representative.
• Broad knowledge of client service concepts and IQVIA products.
• Meeting facilitation, presentation and training experience.
• Proficiency in PC applications, such as Excel.
• Ability to communicate with various levels and manage large databases.
• Demonstrated problem solving and customer service skills.

Responsibilities

• Fulfill contract specifications and client requests to build client satisfaction.
• Assist in establishing and maintaining client relationships as day-to-day contact.
• Ensure product deliverables meet customer specifications, timeliness and quality.
• Partner with account managers to derive value from IQVIA products and identify revenue opportunities within existing clients.
• Maintain effective internal communications with sales and client service teams.
• Monitor performance against service agreements and ensure client obligations are met.
• Travel to client sites as appropriate; mentor or lead other client service reps when needed.

Skills

Communication skills

Relationship building

Problem solving

Analytical thinking

Meeting facilitation

Presentation skills

Training experience

Customer service

Education

Bachelor's Degree

Tools

Excel

Job description

Job Overview

Under broad guidance, ensures clients obtain maximum value from products and services in order to facilitate a positive and productive long-term relationship, either broad client or offering focused.

Essential Functions

• Ensures fulfillment of contract specifications and ad-hoc client requests to build client satisfaction, under supervision.
• Assists team members to build, establish and maintain effective business relationships with clients to proactively support their needs as their day-to-day contact, possibly focused on a specific product or service.
• Ensures, through review and verification, that the product deliverable meets the customer's specifications, including timeliness and quality.
• Partners with the account manager and clients to derive optimum value from IQVIA products and services by explaining and expanding the usage of current IQVIA deliverables and identifying revenue opportunities within existing clients.
• Maintains effective internal communications with sales and client service support to keep all apprised on activities with the client.
• Monitors performance against existing service agreements and ensures client’s obligations are met.
• Researches, analyzes and responds to client that require an in-depth understanding of the client, specific business line, and/or therapeutic market.
• May conduct product/services and process training for clients and other employees.
• May conduct service meetings at client sites.
• Represents IQVIA on external client projects.
• May mentor and lead other client service reps and represent the manager in their absence.

Qualifications

• Bachelor's Degree
• Four (4) years of related work experience
• One (1) to two (2) years experience as an IQVIA Client Service Representative
• Broad knowledge of the concepts, practices and procedures of the client service representative field
• Broad knowledge of IQVIA products and the Pharmaceutical industry
• Meeting facilitation, presentation and training experience
• Proficiency in PC applications, such as Excel
• Ability to communicate effectively with various levels in the organization (written and oral) and to manipulate large transactional databases
• Demonstrated problem solving, analytical and strong customer service skills
• Demonstrated ability to develop and maintain relationships in a diverse business environment
• Ability to travel to clients and IQVIA offices as appropriate
• Accreditation preferred in multiple business lines of IMS service certification program

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

The potential base pay range for this role, when annualized, is $53,000.00 - $132,600.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.